Role Purpose
Under the management of the Country Operations
Manager for Operations and Aviation the appointed person is mandated is to
manage the country operations department, provide, and implement the Global and
SSA Operational Functional Direction through regular collaboration /
communication with the Country Ops Managers & Supervisors and the where
applicable the Country SMT and Cluster Director/ team.
The role inter alia covers the management and
oversight of the following key Country activities:
GSOP Compliance
Aviation Handling & Safety compliance
OCPM management – (NOEP Initiatives)
CRA compliance, implementation, and outcomes
Infrastructure and Fleet management
Security compliance
Service Quality Improvements
Health & Safety compliance
Encourage Employee engagement
Ensure full support of CIS training
Delivering great results without compromising on
Respect.
Key Responsibilities
Key Performance Area
Operations Management & Strategy
Contribute to the overall strategic direction and
management of the Country Operations PLUS the Cluster & sub-regional
operational strategy (short and long term) and policies within overall regional
DHL context, in terms of door-to-door profitability, service quality and cost
performance
Manages the profitability and growth of the
organization´s operations within a cluster
Ensure Aviation handling & safety compliance
procedures and processes are in place in all countries
Ensure all Security procedures & processes are in
place across all countries
Ensure health & safety standards are in place in
all countries.
Establishes the required operating standards and
procedures to provide cost-effective, superior customer service
Liaise with relevant departments to bring Operational expertise to the customer
relationship and ensure cost effective service offering
Directs the preparation of the countries operating
budgets within principles set by division / region and proposals for
investments in infrastructure, technology, equipment, systems, or other
resources on the country
Analyses and approves country investments that best
meet the organization’s business needs
Drive improvement of operational processes,
facilities, and capabilities, through standardising operational practices and
optimising work methods in DHL organisations to maximize productivity
improvement.
Specifies Country service and quality targets
within divisional / regional guidelines and ensures their achievement for
the country.
Measurement/KPI
Cost and service quality targets (Operations Cost Per
Move)
Internal customer satisfaction
Reduction in cost through optimisation and efficiency
gains
Division’s financial objectives (budget, revenue, net
sales) and results (EBIT)
Full legal and regulatory compliance
Productivity Improvements
People and Performance Management
Assists country with recruiting talent and
develops the members of the operations leadership team in the country ; keeps
them motivated and coordinates their efforts to enhance customer service
experiences for internal customers and develop staff to the maximum potential
Together with Country Ops managers, supervisors &
HR Approves key personnel decisions for the function
Generates commitment, motivation and enthusiasm to
company and division by motivating and retaining the best talents within DHL to
enhance customer service experiences for internal customers
Challenges self and others to exceed standards and
achieve extraordinary results striving for best-in-class; determines team
structure, roles, performance targets in co-operation with division leadership
Evaluates staff performance and proposes development
/ promotion for Ops staff in conjunction with Country Ops Managers, Supervisors
& HR
Design and develop Operations architecture (org
structure, job profiles, competence profiles)
Develop performance contracts, performance targets
and KPI for Operations staff
Ensure Operations departments in country builds
departmental capacity and capability to enable achievement of operational &
commercial objectives
Ensure country aligns people, competencies to meet
the business objectives and manage staff competency levels and performance
according to service requirements and business needs
Ensuring that country operations activities meet
efficiency targets (Key Performance Indicators (KPIs) in line with
business objectives
Measurement/KPI
Employee / team satisfaction
Optimum utilization of resources
Staff turnover
Training & Development budget v/s hours per
employee
Identification of high potentials
Financial management & projects
Together with country Operations managers&
Supervisors develop yearly operations budget (Opex and Capex)
Monitor and control operations budget monthly
Oversees the operations budget on the country level
Together with country Ops Managers & Supervisors
Decides all major operations projects within country.
Drive the accurate creation and submission of BCA
(Business Case Applications) to Country / African Management board
Measurement/KPI
Country financial objectives (budget, sales) and
results (EBIT)
Reporting and analysis
Prepares necessary frequent reports for Cluster &
SSA Area office
Analyze records of customer inquiries, service
requests and complaints to identify trends for countries
To maintain standards, use operations data to focus
resources on improving performance
To monitor Operations KPIs, standards and reporting
Balance operational metrics against operations
metrics
Translate Operations trends into easy-to-understand
reports or presentations for Cluster and SSA Area office
Measurement/KPI
Accurate ops reports
Requirement of the job
Experience required
Minimum of 10 years in Logistics and/or courier
industry
5 years’ experience leading Operations teams
Expected Qualifications
Post-graduate qualification in Management
How To Apply
